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EuroGrand - Verification issues


Resolved - This player has failed to respond to our repeated requests for further information regarding their complaint. As such we assume they've resolved this issue without our intervention.

Read our EuroGrand Casino Review.

Player's Complaint

Hello! I want to leave a complaint to the casino, so that you understand on my problem.

I played on and won an amount of 2,300 euros.

After that, the casino requested documents to verify the account.

I sent everything I needed and they asked for an additional ID to verify my account. After that, I was denied verification and blocked the account.

It was very strange for me to hear about it from a large casino like Eurogrand (William Hill Group), which in my opinion looked like a deliberate refusal to pay the winnings.

In order to 100% show my honesty, I had to send a document holding it near my face. At that time I was sure that this would completely eliminate any problems in the future, but as it turned out they did not need it. Now they ignore me, it is very strange. In all other casinos, I was fully verified and never had any problems. My payment systems (Neteller) are fully verified and there are no problems either. The problem is that Eurogrand considers itself too cool and in their opinion they can decide whether my documents are suitable for them or not. This is an absurdity for me personally and I am not going to lose my winnings in the amount of 2,300 euros because of this. This is a small amount, but it is important to me. I am ready to send any documents to prove my honesty 100%.

Help me, please, I really need it.

Best regards [EDIT]

Read the casino review

3 Responses

User icon
October 22, 2018

Hi AdrianMol - welcome to!

Before we go any further I need to be clear that EuroGrand Casino are part of a group that are routinely non-responsive to complaints posted with this service. As such, the chances we will be able to do anything to help you is low.

Could you please forward on the ID submissions you've made to EuroGrand to [email protected]?



User icon
November 5, 2018

Hi AdrianMol,

I'm following-up on the above?



User icon
November 14, 2018

Hi AdrianMol,

If we haven't heard from you by Friday the 23rd of November I'll assume you no longer require our assistance with this issue and close this complaint.



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AdrianMol consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

October 22, 2018

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